Adrian Swinscoe
FEBRUARY 20, 2024
Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO – VP, CX Strategy at UKG (Ultimate […] The post Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of UKG first appeared on Adrian Swinscoe.
Customer Think
FEBRUARY 20, 2024
How to gain and keep a customer’s trust has become an ever-present challenge in recent years, with customers becoming increasingly concerned about data, privacy and security issues. This trust challenge has been exacerbated over the last year with the emergence of Generative AI. Recent research by Qualtrics XM Institute reveals how big this challenge has become.
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InteractionMetrics
FEBRUARY 20, 2024
There’s now an Interaction Metrics GPT! You can ask it anything you want about customer surveys, customer service, or anything else related to measuring and improving the customer experience. Check it out here ! The post NEW: There’s Now An Interaction Metrics GPT! appeared first on Interaction Metrics.
Customer Think
FEBRUARY 20, 2024
I recently read a blog post by Seth Godin titled, “The four cohorts of the status quo“ It reminded of the fact that as leaders, we need to understand the concept of status quo, how to leverage it and deal with it, as appropriate.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Zonka Feedback
FEBRUARY 20, 2024
In today's competitive business landscape, understanding your customers' needs and preferences is crucial for success. One of the most effective ways to gain insights into customer satisfaction and preferences is through feedback.
Customer Think
FEBRUARY 20, 2024
Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
FEBRUARY 20, 2024
Search Engine Optimization (SEO) has been all the rage for the past couple of years. However, businesses are learning that they need more than just SEO to stay competitive in today’s digital landscape. To succeed in the current digital marketing space, a business needs to be both visible and credible.
NGDATA
FEBRUARY 20, 2024
Capital One acquired Discover Financial, creating a payment network with 70 million merchant acceptance points in 200+ countries, serving 100 million customers. The merger integrates Discover's payment processing network, challenging existing networks, generating expense savings of $1.5 billion in 2027, offset by targeted investments and network synergies of $1.2 billion in 2027.
Experience Investigators
FEBRUARY 20, 2024
Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to harness the power of customer journey mapping. Jeannie Walters takes a burning question from CXI Flight School and propels it into a strategic discussion teeming with actionable takeaways. We navigate the complexities of integrating operational data into journey maps, ensuring you walk away equipped to craft insightful paths without data overload.
NGDATA
FEBRUARY 20, 2024
Fiserv, FIS, and Jack Henry dominate the core banking services market, leaving smaller players with unfavorable contracts. Community banks claim services are expensive and delayed. To promote more competition in the core provider space, the American Bankers Association invested in Finxact, a smaller player in the space that offers services on a subscription model.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Logicalware
FEBRUARY 20, 2024
In our recent blog post, “ Mastering Conversation Orchestration for Enhanced Customer Experience, ” we explored the fundamentals of orchestrating conversations to create seamless customer experiences. Now, let’s dive deeper into the essential counterpart of this strategy: journey orchestration. To ensure conversations are orchestrated effectively, contact centres must first ensure their customer journeys are orchestrated seamlessly.
NGDATA
FEBRUARY 20, 2024
More consumers are choosing credit unions and small banks for their primary credit cards, as per a recent study. National banks still hold the majority share, but their percentage has declined. Lower fees, personal relationships with customers, and keeping money in the community are some of the potential reasons for this shift. Source The post Why Are More People Using Small Banks and Credit Unions?
Intercom
FEBRUARY 20, 2024
If you’re still the person thinking, “I’ll just wait and see how all of this AI stuff plays out,” it’s time to reconsider. According to our Customer Service Trends Report 2024 , 87% of support teams have seen an increase in their customers’ expectations over the last year, and 68% of those believe that expectations have been directly influenced by AI.
NGDATA
FEBRUARY 20, 2024
The payments industry is entering a new era where risk management is increasingly important for companies to offer convenience, affordability, and security. To strengthen risk management processes, companies can maintain regulatory compliance, address customer impacts, and proactively manage risks. Fraud protection is also critical to payment system integrity.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Customer Think
FEBRUARY 20, 2024
At a time when marketing budgets are tightening, surveys and survey reports represent some of the most compelling and cost-effective content a B2B marketer can produce. Why?
SugarCRM
FEBRUARY 20, 2024
On this episode of the Fuel Growth podcast series, my co-host Lizzy and I got to sit down with Andres Obando , Vice President of Sales at Coordinadora Mercantil , the largest locally-owned logistics and delivery company in Colombia. Started by his grandfather in 1967, Andres and his family have been generationally committed to providing excellence in the shipping industry by tackling the lack of delivery logistics and reliable transportation methods in Columbia.
Customer Think
FEBRUARY 20, 2024
New integrations for Acquia's digital asset management solution enable marketers to reuse high-quality assets faster across digital channels
SurveySensum
FEBRUARY 20, 2024
Picture this : you walk into a cozy cafe, greeted by the aroma of freshly brewed coffee and warm smiles from the staff. How does it make you feel? Valued & happy, right? That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction?
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Customer Think
FEBRUARY 20, 2024
Discover how the sales department can benefit from using artificial intelligence to streamline tasks such as team management, scheduling follow-up meetings, data handling, and automating analytics. Konstantin Chervyakov, Commercial Director at Ringostat, provides practical examples to help sales leads who lack the time or foundational knowledge to implement these strategies effectively. 1.
SurveySensum
FEBRUARY 20, 2024
Picture this : you walk into a cozy cafe, greeted by the aroma of freshly brewed coffee and warm smiles from the staff. How does it make you feel? Valued & happy, right? That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction?
Customer Think
FEBRUARY 20, 2024
Customers buy products and services because they need the outcomes they will receive from owning or using them. When the buyer has a choice, they will buy from the company that delivers the most benefits for the lowest cost.
SurveySensum
FEBRUARY 20, 2024
For a business to succeed in today’s digital landscape, reaching global audiences is a must. Content localization is a surefire way to do that. Creating content that resonates with different cultures and reaches target audiences no matter the language they speak is the aim of any effective localization strategy. For businesses, it helps to build trust, create engagement, make their brand recognizable, and generate more revenue.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Customer Think
FEBRUARY 20, 2024
If you’ve never attended Medallia’s annual Experience conference, you need to plan to attend next year.
Experience Investigators
FEBRUARY 20, 2024
Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action.
Customer Think
FEBRUARY 20, 2024
Advanced GenAI solutions from Authenticx give healthcare organizations a secure, reliable platform to analyze findings hidden in customer interactions
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